Contact CenterCorporateNews

Major VoiceWatch Enhancement Announced

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Empirix, Inc., the recognized leader in contact center assurance and end-to-end network performance visibility, today announced enhancements to its VoiceWatch service running on the award-winning Hammer Cloud Platform. The Hammer Cloud Platform is Empirix’s market-leading cloud-based testing and monitoring service for pre-production and production environments.

Relying on transactional call flows that emulate a customer’s end-to-end experience in the contact center with phone calls automatically placed and measured every few minutes, Empirix VoiceWatch is the premier solution to assure 24×7 availability, accuracy and performance. VoiceWatch provides a comprehensive user experience simulation application to rapidly audit and measure operational performance degradations or service glitches—before real customers are impacted.

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The latest version of VoiceWatch offers a simple, drag-and-drop diagramming tool to rapidly develop ad hoc scripts with the CallMaster GO interface, making VoiceWatch and the Hammer Cloud Platform truly self-service, 24×7. Saved schedules offer more flexibility in monitoring and better control of test execution on holidays and off hours, while enhanced speech recognition capabilities ensure complete and accurate monitoring of today’s dynamic and personalized voice interfaces.

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These enhancements better support agile development methodologies, and enable Empirix customers to rapidly adjust their monitoring strategies and deploy monitoring scripts faster for better elasticity and value. VoiceWatch can also easily reuse Hammer Sprint test scripts for production monitoring to save time, eliminate duplicate efforts and ensure cross-functional alignment.

“We are excited about the new enhancements to our VoiceWatch service,” shared Brian Whitefield, Vice President, Professional Services and Support, Empirix. “With contact center operations around the world relying on VoiceWatch to ensure best-in-class customer experiences, it’s critical that organizations develop, deploy, and manage monitoring scripts in the manner that’s best for their dynamic environments. VoiceWatch provides that.”

Related: How IVR Failures Affect Customer Experience

VoiceWatch was recently recognized as the 2017 Internet Telephony Product of the Year. VoiceWatch is available today; for more information please contact us.

About Empirix
Empirix is the recognized leader in end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real time. We help service providers, mobile operators and enterprises optimize business processes to reduce operational costs, maximize customer retention and grow top-line revenue. Through monitoring, analytics and intelligence, Empirix helps companies around the world realize the full value of their technology investments.

Empirix is a trademark of Empirix, Inc. in the United States and other countries.

Media Contact:
Jennifer Walsh
Marketing Manager
+1-978-313-7112
jwalsh@empirix.com

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